Service Desk Engineer

Multiverse is the upskilling platform for AI and Tech adoption. We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce. Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance. In April 2026, we announced $70 million in strategic funding, led by Schroders Capital, with participation from StepStone Group, Lightspeed Venture Partners and General Catalyst. At an increased valuation of $2.1bn, the round makes us Europe’s first EdTech double unicorn. But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output. Join Multiverse and power our mission to equip the workforce to win in the AI era. THE OPPORTUNITY Multiverse is the UK’s largest apprenticeship provider and its first EdTech unicorn. The current state of AI presents a huge opportunity to reshape the future of education and workforce development — and Multiverse is in a uniquely strong position to do that. Getting it right has implications beyond the company: for the UK tech sector and the broader economy. The Scotland hub exists to make that real. A new engineering team with the mandate to build AI-native products, help modernise the existing platform, and set the practices that make Multiverse an AI-first company. Multiverse has built an environment where AI-native ways of working collapse the old boundaries, so one person can own the whole arc from idea to live product. As Principal AI Engineer, this is a deeply technical role. You’ll be the person other engineers turn to when the hard problems land — the one who navigates architectural ambiguity, makes high-stakes design decisions, and holds the bar on engineering quality across everything we build with AI. You ship code alongside the team; this is a hands-on building role, not an advisory position. WHAT YOU’LL DO * Own the AI agent architecture. Design the orchestration layer, memory and context management, evaluation framework, and integration APIs that all agent products build on. Your decisions are the ones others build on top of. * Ship production agents. You write and review code and own what goes to production. You’ll personally deliver at least one major agent system in your first six months. * Set the engineering standard. Define how Multiverse builds with AI — evaluation methodology, multi-agent coordination patterns, tool design, guardrails, and observability. You author the decision records and hold the bar. * Build the integration layer. Create the APIs, MCPs, and shared data contracts that connect agents to Multiverse’s platform, content systems, and internal tools — working closely with London engineering teams who own those systems today. * Drive technical strategy. Translate product and business goals into a coherent AI engineering roadmap. Shape which problems we tackle, in what order, and why — then socialise it with engineering leadership and the exec team. * Raise the bar around you. You’re not a line manager, but your presence makes the engineers you work with measurably better. Code review, pairing on hard problems, setting the standard for what ‘good’ looks like in AI-native engineering. WHAT WE’RE LOOKING FOR Production AI Agent Engineering You’ve shipped multi-agent systems to real users. You understand context management, model selection and routing, cost engineering (token economics, caching, prompt optimisation), tool use and failure handling, multi-agent coordination, and evaluation frameworks for non-deterministic systems. This is depth, not familiarity. Technical Strategy and Influence at Scale You’ve set technical direction across multiple teams, not just within a single squad. You translate complex architecture decisions into business-relevant narratives for executive stakeholders. You’ve defined engineering standards that were adopted organisation-wide — not just recommended, but embedded. Full-Stack Delivery You work across the stack — LLM integration, backend services, data pipelines, and enough frontend to ship end-to-end. You build with Claude Code daily, critically review AI output, and augment your tools with context and constraints to make them effective. Product Instinct You don’t wait to be handed a roadmap. You identify which problems are worth solving, in what order, and why — and you make the case for building before anyone asks you to. WHAT WOULD SET YOU APART * Background as a founding engineer or technical co-founder * Experience in EdTech, regulated content, or domains where AI output quality has compliance implications * Published thinking or external contributions in AI engineering — talks, writing, open source * Practical experience with MCP (Model Context Protocol) or equivalent agent integration standards Benefits * Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year * Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support * Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month * Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year * Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked! Our Commitment to Diversity, Equity and Inclusion We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here. Our Commitment to Safeguarding Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy, our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS). For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings. Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.

About us We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.  Great journeys start with Trainline 🚄  Now Europe’s number 1 downloaded rail app, with over 135 million monthly visits and £6.3 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be.  Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.  Introducing the Trainline Finance Systems Team 👋 The Finance Systems Team plays an important role in ensuring Trainline’s Finance function and wider business have reliable, effective systems that support day-to-day financial activity, reporting and control. As Finance Systems Administrator, you’ll help keep our Enterprise Resource Planning (ERP), Procurement and Timesheet tools running smoothly, supporting users across the business and helping to minimise disruption to key financial processes. In this role, you’ll take ownership of first-line systems support, configuration and controls, working closely with Finance, Technology, business stakeholders and third-party partners. You’ll also contribute to continuous improvement across Finance systems, helping to simplify, standardise and automate ways of working, including through finance transformation initiatives and emerging AI capabilities. In this role as the Finance Systems Administrator, you will...🚄 * Provide first-line support across a range of Finance systems, managing and maintaining the Jira ticket queue and responding to user queries in a timely, helpful and clear way. * Investigate issues, identify key information and escalate high-priority or complex matters to second-line support colleagues, wider business teams or third-party partners where needed. * Configure Trainline’s Finance systems to support a secure and stable user experience, including access management, approval workflows and reporting configurations. * Operate key control processes relating to Trainline’s financial data, ensuring activity is completed in line with relevant internal policies and control requirements. * Partner with Finance and non-Finance stakeholders to understand system needs, explain solutions clearly and support effective use of Finance tools across the business. * Challenge existing ways of working in a constructive way, contributing ideas to team discussions and sharing progress, risks and opportunities with senior team members. * Support continuous improvement across Finance and Technology processes, identifying opportunities to simplify, standardise, automate and enhance reporting, controls and financial insight. * Contribute to finance transformation activity, including exploring how emerging technologies such as AI can support better processes, improved user experience and stronger operational efficiency. We'd love to hear from you if you have...🔍 * Experience operating or configuring ERP systems such as Dynamics 365, Oracle Cloud, SAP S/4 or similar Finance platforms. * Experience managing a first-line support queue, service desk or ticketing process, ideally across IT, Finance or business systems. * Confidence working with Finance and non-Finance stakeholders, building trusted relationships and explaining technical information in a clear and accessible way. * A good understanding of Microsoft 365 tools, with confidence using applications such as Excel, Word and SharePoint in a business environment. * An interest in improving processes, supporting transformation or identifying automation opportunities, with some exposure to emerging technologies such as AI being helpful. * A basic understanding of financial processes and accounting terminology, such as management accounts, accounts payable or tax. * Ideally, experience with Procure-to-Pay tools or supporting supplier processes from request through to payment. * Helpful experience using data analytics or automation tools such as Power BI, Tableau, Power Automate, SharePoint or Microsoft Power Apps. More information: Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits.  We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!  We're operating a hybrid model and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy. Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do:  * 💭 Think Big - We're building the future of rail  * ✔️ Own It - We focus on every customer, partner and journey  * 🤝  Travel Together - We're one team  * ♻️ Do Good - We make a positive impact  We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated. Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!